Desktop Support Technician

The Desktop Support Technician provides high‑level technical support for end users, ensuring reliability, security, and performance of end user devices and applications. This role supports a diverse user base, including executives and VIPs, and requires strong customer service and technical troubleshooting skills.

Essential Duties

• Resolve Service Desk incidents and requests within SLA

• Provide face‑to‑face and virtual end user support

• Deploy systems, equipment, applications, and updates

• Troubleshoot WAN/LAN/Wi‑Fi issues and support infrastructure projects

• Manage hardware inventory and coordinate replacements

• Support telephony, video conferencing, and breakroom equipment

• Maintain documentation and knowledge base articles

• Provide end user training as needed

• Maintain AD/Entra ID profiles, groups, and access provisioning

• Identify automation opportunities to improve support operations

Required Experience

• 3–5+ years as a Desktop Support Technician

• Experience supporting 300–500+ user environments

• 2+ years hardware troubleshooting in manufacturing

• 2+ years Active Directory maintenance

• Experience supporting executives and VIPs

• Hands‑on support for Windows 10/11 and macOS

Skills & Certifications

• CompTIA A+ or MCDST preferred

• Bachelor’s degree in a technical discipline required

• Strong analytical and problem‑solving skills

• Excellent communication and customer service skills

• Adaptability and willingness to learn evolving technologies

Technical Skills

• OS: Windows 10/11, macOS, basic Linux

• Suites: O365, SharePoint, G Suite, Exchange

• Endpoint tools: Intune, JAMF, SCCM, NinjaOne

• Identity: AD, Azure AD

• Networking: TCP/IP, DNS, DHCP, VPN, 802.1x

• Ticketing: ServiceNow, Jira Service Management

• Hardware: PC/Mac, mobile devices, peripherals.